REMOTE Clinical Help Desk Admin (305)

This position is responsible for providing high level customer service to individuals seeking assistance, and providers or system users. 

 Admin/Helpdesk Duties and Responsibilities: 

• Perform outbound calling; regularly (potentially daily, for multi-hour stretches) transition to inbound call handling based on real-time call center volume
• Provide high level customer support to internal and external customers to reach a one call resolution
• Perform operational tasks to assure project and program service level requirements and goals are met
• Perform all job duties in compliance with person first standards, HIPPA guidelines, and company confidentiality policies and procedures 
• Handle inbound calls related to Medicaid application assistance, Level of Care assessments and Intake counseling 
• Follow up with customers to ensure their needs are met and address any queries or concerns
• Ability to document call interactions in more than one system (data entry) 
• Warm handoffs to calls that need to be redirected 
• Escalate calls to management as needed 
• Maintain a high level of confidentiality while performing all work tasks

Minimum Requirements:

• High school diploma or GED required, and 6 months of relevant professional experience required, or equivalent combination of education and experience.
• Demonstrated ability to adapt quickly between outbound and inbound call responsibilities, including sustained inbound coverage during high-volume periods.
• Prior work experience in customer service and data entry
• Computer literacy with proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Must haveprivate and secure working space with reliable high speed internet service
  • Minimum 20 Mbps download speeds/50 Mbps for shared internet connectivity  
  • Minimum 5 Mbps upload speeds 
• This is a remote position; however, candidates must use the client-provided computer, which operates on a PC/Windows system. Personal devices cannot be used for this role.

Preferred Qualifications

• College degree or equivalent
• Experience within Clinical Services or within a HIPAA-regulated environment
• Intermediate to advanced computer skills
• 2+ years of experience in customer service or related position

Requested Knowledge Base and Skills: 

• Passionate about providing superior customer service, while being able to handle client questions in a quick and professional manner with one call resolution 
• Possess excellent listening, verbal communication skills, and demonstrate a sincere approach to helping others 
• Comfortable working independently and within a team environment. You can multitask and be agile as needed  
• Proven ability to multitask and exhibit excellent attention to detail while consistently following established procedures and processing transactions